Should I register my claim If I have only paid a deposit on my Participating Product?

No. You should pay for your participating product in full within the promotional period before registering your claim.

How do I provide a copy of my tax invoice?

You must upload a copy of your original tax invoice for the purchase of your participating product when completing the online claim form. We do not accept tax invoices sent via post or facsimile.

Where is the serial number of my participating product located?

The serial number is 19 digits long and is located on the internal coffee machine behind the water tank.

What happens if I haven't paid for my participating product in full but I have registered anyway?

You will be sent a "More Information - Balance Outstanding" email notification and you will have 14 days from the date the email is sent to you to provide us with a paid in full copy of your original tax invoice. If we do not receive a paid in full copy of your original tax invoice (paid in full within the promotional period), your claim will be invalidated.

How do I know if my claim has been approved?

You will be sent an "Approved Claim" email notification to advise you that your claim has been approved.

How do I know if my claim has been invalidated?

You will be sent an "Invalid Claim" email notification to advise you that your claim has been invalidated.

What happens if I do not have an email address?

It is a requirement of entry into the promotion that you supply a valid email address. If you do not have an email address prior to registering your claim in this promotion, you will need to create one.

How long will it take to receive my EFT into my nominated bank account?

Please allow up to 28 days from the date of the "Approved Claim" email notification having been sent to you.

What do I do if I haven't received the EFT into my nominated bank account?

Please contact our customer service team via email at support.delonghi@dlg-campaign.com.au and provide your Unique Claim Reference Number when making your enquiry. Ensure that you allow the 28 days to expire before making your enquiry.

If I return my participating product to the retailer, will I have to return the EFT paid to me?

Yes. If you have returned your participating product to the retailer and have received an EFT payment, please contact us at support.delonghi@dlg-campaign.com.au to advise as soon as possible.

If you have not yet received your EFT payment but have registered your claim online and have returned your paritcipating product, you will still need to contact us at the email address listed above.

How long will it take from the day I register online to receive my cash back?

Once your claim is registered online, it will take up to 5 business days to be validated. Expect a longer period for claim validation during busy times such as Christmas and New Years. If we encounter issues with the tax invoice you have provided and or your claim registration information, it can take longer than 5 business days as you will be required to provide further information to us.